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Help Desk Lead Jobs in Washington (NOW HIRING)

RecruitTalent LLC.

Help Desk Lead

Washington, DC · On-site

$40 - $55/hr

The Contractor shall identify a full-time Help Desk Lead who will be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone ...

Marathon TS

Help Desk Lead

Quantico, VA · On-site

Help Desk Lead Marathon TS is looking for a Help Desk Lead to support our client in Quantico, VA. Major Duties & Responsibilities: * Serve as the primary point of contact for end users to provide ...

NuAxis Innovations

Tier 1 Help Desk Lead

Washington, DC · On-site

The Tier 1 Help Desk Lead will ensure exceptional customer service, efficient call handling, adherence to established support processes, and achievement of key service level objectives.The successful ...

Audacia Solutions

Help Desk

Washington, DC · On-site

$22.75 - $30.50/hr

Assists Help Desk Lead with managing daily operations.; Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets. Ensures problem ownership and promotes end-user ...

Audacia Solutions

Help Desk

Washington, DC · On-site

$22.75 - $30.50/hr

Assists Help Desk Lead with managing daily operations.; Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets. Ensures problem ownership and promotes end-user ...

Decision Point

Service Desk Lead

Reston, VA · On-site

Manage help desk workforce scheduling, workload distribution, and queue management across multiple shifts. * Ensure compliance with established SLAs, KPIs, and customer satisfaction goals. * Lead the ...

ValidaTek, Inc.

Help Desk Lead/CAB Manager

Arlington, VA · On-site

$100K - $135K/hr

We are seeking a Tier 2 Helpdesk Lead CAB Manager for Tech Control to oversee the operations of the help desk operations that supports a large DoD IT infrastructure program providing a common view ...

ValidaTek

Help Desk Lead/CAB Manager

Arlington, VA · On-site

We are seeking a Tier 2 Helpdesk Lead CAB Manager for Tech Control to oversee the operations of the help desk operations that supports a large DoD IT infrastructure program providing a common view ...

TalentBridge

Support Desk Lead

Chevy Chase, MD · On-site

Job Title : Support Desk Lead Location: Chevy Chase, MD - Onsite Contract: 6+ Months Position ... Mentor junior help desk technicians and foster a collaborative learning environment. Required ...

Chenega Corporation

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance with contractual standards * Contribute to the change management ...

SecuriGence

Tier 1 Help Desk Analyst

Arlington, VA · On-site

$23.50 - $32.25/hr

Work with the IT Help Desk Lead to ensure the Help Desk maintains compliance with Service Level Objectives (SLOs) in accordance with contractual standards * Contribute to the change management ...

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Help Desk Lead information

See Washington salary details

$24.4K

$71.5K

$134.2K

How much do help desk lead jobs pay per year?

As of Aug 21, 2026, the average yearly pay for help desk lead in Washington is $71,500.00, according to ZipRecruiter salary data. Most workers in this role earn between $46,400.00 and $88,300.00 per year, depending on experience, location, and employer.

What does a Help Desk Lead do?

A Help Desk Lead oversees the daily operations of a help desk team, ensuring that support requests are handled efficiently and customer satisfaction is maintained. They are responsible for managing and mentoring help desk staff, monitoring ticket queues, and providing technical guidance when needed. Additionally, Help Desk Leads often coordinate with other IT departments to resolve complex issues and implement process improvements. Their role is crucial in maintaining high service standards and supporting organizational technology needs.

How does a Help Desk Lead typically collaborate with other IT teams to resolve complex technical issues?

A Help Desk Lead plays a crucial role in bridging the gap between the help desk team and other specialized IT departments, such as network administration or software development. When complex technical issues arise, the Help Desk Lead is responsible for escalating tickets, providing detailed documentation, and facilitating communication to ensure efficient resolution. They often coordinate meetings, delegate tasks, and follow up on progress, ensuring that end users receive timely support while also helping their team learn from these escalated scenarios. This collaborative approach not only resolves issues effectively but also fosters continuous skill development within the help desk team.

What are the key skills and qualifications needed to thrive as a Help Desk Lead, and why are they important?

To thrive as a Help Desk Lead, you need a solid background in IT troubleshooting, customer support, and leadership, often supported by an associate or bachelor’s degree in information technology or a related field. Familiarity with ticketing systems like ServiceNow or Zendesk, as well as certifications such as CompTIA A+ or ITIL, is typically required. Excellent communication, problem-solving abilities, and team management skills help you mentor staff and resolve complex issues efficiently. These competencies ensure smooth IT operations, high customer satisfaction, and effective team performance in a fast-paced environment.

What is the difference between Help Desk Lead vs Help Desk Technician?

AspectHelp Desk LeadHelp Desk Technician
CertificationsCompTIA A+, ITIL, leadership certificationsCompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervises team, manages escalationsProvides technical support to end-users
ResponsibilitiesTeam coordination, process improvementIssue troubleshooting, user support

The Help Desk Lead typically oversees support teams, manages escalations, and improves support processes, requiring leadership skills and certifications. The Help Desk Technician focuses on resolving technical issues directly for users, with a primary emphasis on troubleshooting. Both roles are essential in IT support, but the Lead has a supervisory role, while the Technician is more hands-on with technical tasks.

What are popular job titles related to Help Desk Lead jobs in Washington?

For Help Desk Lead jobs in Washington, the most frequently searched job titles are:

What job categories do people searching Help Desk Lead jobs in Washington look for?

The top searched job categories for Help Desk Lead jobs in Washington are:

Help Desk Lead jobs near you
Infographic showing various Help Desk Lead job openings in Washington as of August 2026, with employment types broken down into 1% As Needed, 68% Full Time, 21% Part Time, 2% Temporary, and 8% Contract. Highlights an 80% Physical, 2% Hybrid, and 18% Remote job distribution, with an average salary of $71,500 per year, or $34.4 per hour.

Help Desk Lead

RecruitTalent LLC.

Washington, DC • On-site

$40 - $55/hr

Contractor

Re-posted 3 days ago

Job description

The Contractor shall identify a full-time Help Desk Lead who will be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management.

  • The Help Desk Lead shall lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services. The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment.
  • The Help Desk Lead is required to be onsite at the Fairchild Building in downtown Washington, DC five (5) days per week.

The Help Desk Lead shall:

  • Possess Information Technology Infrastructure Library V4 (ITIL 4) certification at time of proposal submission.
  • Have a minimum of 5-8 years’ overall experience with increasing responsibilities in information systems management.
  • Possess 3-5 yearssupervisory experience
  • Possess a Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field
  • Possess an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent
  • Have expert working knowledge of ServiceNow
  • Have experience in a quality assurance environment that includes, at a minimum, knowledge of: customer satisfaction tracking; user complaint and monitoring programs; and quality control programs
  • Possess excellent written and verbal communication skills, including experience in presenting material to senior Government officials
  • Have proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)